Quality Specialist - Service Desk (Clark) | Onsite

TASQ Staffing Solutions; Angeles; On-site; PHP 334,800 - 558,000; Full time

Job summary

A staffing solutions company is seeking a Quality Specialist for their service desk in Clark. Responsibilities include conducting process audits, analysing quality performance, and providing feedback to agents. Ideal candidates should have experience with reporting tools like Avaya or Cisco and be willing to work on multiple projects with stretch goals.

Qualifications

• Experience as a Quality Specialist for a Service Desk account.
• Ability to conduct root cause analyses (RCAs).
• Willingness to achieve stretch goals on multiple projects.

Responsibilities

• Conduct process audits and deploy designed processes.
• Analyze and report performance on quality.
• Provide feedback to agents based on monitoring findings.

Skills

Process audits

Reporting experience

Analytical skills

Tools

Avaya

Cisco

Job description

Quality Specialist - Service Desk (Clark) | Onsite

Job Openings Quality Specialist - Service Desk (Clark) | Onsite

About the job Quality Specialist - Service Desk (Clark) | Onsite

Qualifications:

• Conduct process audits, deploy designed processes, analyze and report performance on quality.
• Conduct RCAs on transaction monitoring to create action plans to reduce errors and improve service delivery.
• Provide feedback to the agents, based on the findings of the monitoring

Work Setup: Clark (Onsite)

Requirements:

• Quality Specialist for a Service Desk account.
• Ability/having experience on reporting including on tools like Avaya/Cisco
• Willingness to work on multiple projects and also periodically set and achieve stretch goals.